Who is your best customer?
Your best customer is one who is always pointing out your weak points and your flaws and still trusts that you can solve their problems. The importance of this type …
What makes up the Help Desk?
The parts that are in the scope of this service are: • Educate users on standard operating procedures and best practices for use of the features available in the tool; …
How fast does Customer Service need to respond?
With the rise of social media and the transition to an information society, the instant response is already a rule. This is also true in the world of Customer Service, …
3 useful tips to improve your Service Desk´s result demonstrations
1) Preparation Distribute documents in advance, online or offline, to everyone who will be attending the meeting to analyze the results. 2) Presentation In presenting don’t narrate or read what …
5 reasons why a service catalog is needed
1) The catalog will organize your IT environment and will allow you to analyze the shortcomings of each service offered 2) The IT services will stop receiving calls about other …
Technical support in the BYOD era
Until now IT was used to maintain the standardization of hardware, operating systems and programming languages to reduce the maintenance cost, ease of hiring professionals, greater control over the documentation, …
The 10 Commandments of the Help Desk
The best help desk professionals follow the 10 commandments created by Gustavo Gaidzinski. According to him, these are the basic premises for success in the industry. Get to know the …
5 tips to renovate the role of your help desk
In the current IT environment, your help desk staff must take on more responsibility than ever. Here are some ways they can meet the new challenges and expand its reach. …
Tip of the Day: Classification of support tickets
Your tickets can have a come from any angle, from a simple question to a complex problem. Your customers may ask about a particular product feature, or may have questions …
10 Questions to Interview a Future Support Professional
Providing support with excellence can differentiate you from the competition. With that in mind, you need to assemble a team of customer support with genuine and essential skills to solve …